These Terms of Service ("Terms") govern your use of the website caresy.co.in, our booking interfaces, and the companion care coordination services provided by Caresy Care Services Private Limited ("Caresy", "we", "us", "our").
By creating a booking request (planned or urgent), submitting callback forms, or registering a patient profile, you agree to be bound by these Terms. If you are acting on behalf of a patient, you warrant that you have obtained their full consent and authorization to agree to these Terms on their behalf.
Plain English Summary
By booking a companion on Caresy, you agree to these legal rules. If you are booking for a family member, you confirm that you have their permission to do so.
1. Scope of Service
Caresy provides non-medical assistance and hospital companions. The service is strictly navigational, administrative, logistical, and social:
• In-Hospital Navigation: Helping patients move between departments, diagnostic labs, scanning units, billing kiosks, and consultation rooms.
• Queue Management: Standing in registration, consultation, billing, or pharmacy queues on behalf of the patient.
• Administrative Support: Organizing medical files, filling out registration forms, and collecting physical bills or prescription sheets.
• Note-Taking & Communication: Recording verbal instructions from doctors and sending milestone status updates to family contacts.
• Companion Escort: Escorting patients to and from the hospital gates or their residences.
Plain English Summary
Our companions assist with standing in queues, finding hospital departments, filling administrative paperwork, writing down doctor instructions, and guiding patients safely.
2. Medical Disclaimer & Exclusions
CRITICAL EXCLUSIONS: NO MEDICAL OR CLINICAL CARE
Caresy is NOT a healthcare, nursing, paramedic, home care, ambulance, or telemedicine provider. Our companions are trained layperson facilitators, not certified medical professionals.
Accordingly, companions are strictly prohibited from performing the following activities:
• Administering injections, setting up IV lines, dressing wounds, or monitoring clinical vitals (unless under direct supervision and order of hospital nursing staff).
• Making clinical assessments, giving medical advice, prescribing medicines, or recommending changes to treatment.
• Taking responsibility for clinical decisions or providing signatures on medical consent forms.
Plain English Summary
Caresy is not a medical service. Companions do not administer medical treatments, make clinical diagnoses, or sign medical consent forms.
3. Emergency SOP & Protocols
In the event that a patient's physical or mental condition deteriorates during the booking duration, the companion will activate the emergency SOP:
• Alert the hospital duty nurse and medical staff immediately to move the patient to the emergency triage room.
• Contact the primary family emergency phone number immediately.
• Contact Caresy central operations for back-office coordination.
• Exclusion: Caresy is not an emergency response service. The family and duty doctors retain sole clinical authority and liability during emergencies.
Plain English Summary
In emergencies, companions will alert hospital staff immediately and call you. They will assist the patient to the triage room but cannot make clinical decisions.
4. Bookings & Cancellation
All service requests are subject to dispatcher review, location limits, and companion availability.
• Urgent bookings (Same-Day): Average callback time is 6 minutes, companion dispatch within 45 minutes of booking confirmation.
• Planned bookings: Scheduled companion profile details are shared 12 hours prior to the appointment.
• Cancellation Policy: Scheduled bookings may be cancelled free of charge until 6 hours before the scheduled start time. Urgent bookings may be cancelled free of charge within 30 minutes of placing them. Outside these windows — or at any time after a companion has already set out for your booking — a cancellation fee of ₹99 applies. This fee is paid to the companion in full to cover their travel and reserved time.
Plain English Summary
Same-day dispatch starts within 45 minutes. Future bookings share profiles 12 hours early. Cancel free until 6 hours before a scheduled visit (30 minutes after placing an urgent one); after that, or once a companion is on the way, a ₹99 fee applies and goes to the companion.
5. User Responsibilities
To ensure a smooth service delivery, users must fulfill the following commitments:
• Provide accurate patient files, appointment timings, doctor name, and hospital credentials.
• Disclose any mobility issues (e.g. wheelchair usage), memory challenges, or language requirements during booking.
• Ensure that the family contact is reachable by phone throughout the entire duration of the service booking.
• Maintain respectful and professional communication with companions. Harassment, physical or verbal abuse, or unsafe work environments will result in immediate termination of the service.
Plain English Summary
You agree to give correct details (doctor, hospital room, patient mobility), stay reachable by phone, and treat companions with safety and respect.
6. Fees & Billing
Service fees are based on the time a companion actually spends with the patient, measured from the companion’s arrival to the end of the visit:
• First hour: ₹299 (minimum charge per visit).
• After the first hour: ₹4 per minute, with the first 15 minutes past any booked duration free of charge.
• Full day: ₹1,599 for up to 8 hours. You are always charged the lower of the metered amount and the full-day rate.
• Evening bookings: visits starting between 6:00 pm and 8:00 pm carry a flat ₹99 evening surcharge. Services conclude by 8:00 pm.
• Payment is collected after the visit, by cash or UPI, against the bill shown in the app. Companions may accept these official payments; they remain prohibited from soliciting tips, gratuities, or any amount beyond the app-issued bill.
• If the companion drives during the service, they drive the customer’s own vehicle; fuel and vehicle running costs remain the customer’s.
Plain English Summary
₹299 for the first hour, then ₹4/minute; full day ₹1,599 — you always pay whichever is less. 15 minutes of grace past booked time. Evening starts (6–8pm) add ₹99. Pay after the visit by cash or UPI against the in-app bill; companions cannot ask for anything beyond it.
7. Limitation of Liability
Caresy acts as an operational facilitator for logistics and companionship. To the maximum extent permitted by law, you agree to the following liability parameters:
• Caresy is not liable for medical outcomes, clinical delays, or errors committed by hospital staff, scanning labs, or pharmacy personnel.
• Caresy is not responsible for lost personal belongings of the patient or family at the hospital (except where directly caused by companion negligence).
• Our total liability under any booking is strictly limited to the amount of convenience fees actually paid for that specific service booking.
Plain English Summary
We are not responsible for doctor delays, hospital medical outcomes, or misplaced patient belongings. Our maximum liability is capped at the fee paid for the booking.
8. Governing Law & Jurisdiction
These Terms of Service are governed by and construed in accordance with the laws of India. Any disputes arising out of these Terms or the services shall be subject to the exclusive jurisdiction of the courts located in Bengaluru, Karnataka, India.
Plain English Summary
Any legal issues between you and Caresy will be handled by the courts of Bengaluru under Indian law.
9. Grievance & Amendments
We reserve the right to amend these Terms at any time. The updated Terms will be published on caresy.co.in/terms with a revised effective date.
For questions or requests, contact our corporate office:
Caresy Legal Department
Caresy Care Services Private Limited
4th Floor, Sector 7, HSR Layout,
Bengaluru, Karnataka 560102
Email: support@caresy.co.in or legal@caresy.co.in
Plain English Summary
We may update these terms occasionally. For any legal inquiries, write to legal@caresy.co.in or our HSR Layout office.